An enthusiastic teacher turned librarian turned support engineer, I have a diverse background and broad interests. While primarily working with web technology, I have interests in general computing and technology, instruction, accessibility, information management, technical services and metadata, and documentation among others.
I am always on the look out to improve existing services and implement new ones. While not a programmer or developer, I like to learn and I am not afraid to work with and dig into code. My methodology is very much user oriented in all my projects and work (at least as much as possible), and my aim is to improve the user experience and quality of life (at work) for team members.
Outside of GitLab, I mentor students as part of the UBC Arts Co-op Students’ Association mentorship program, which is a one-on-one mentorship program, mostly helping students with their applications, interviews, and professional development. I also mentor through the Aspire mentorship program by Support Driven.
I am also a proud mentor as part of Canada Learning Code (formerly, Ladies Learning Code), a non-profit that holds technology workshops. Mostly, I volunteer for HTML/CSS, web design, WordPress, and Teachers Learning Code, but have also mentored in Photoshop and Hack-a-thon workshops.
Last but not least, I help with organizing conferences and workshops whenever and wherever I can (see the list below).
- Engage and solve customer problems through email and video.
- Understand and debug at an expert level.
- Collaborate with engineers and the GitLab Community to escalate and fix bugs, and build new features.
- Liaise and work alongside and across other teams to define and shape goals, priorities, and strategy (including feature prioritization, scoping, and MVCs); collaboratively improve the software, processes, and user relations; and deliver on projects relating to customer experience and success.
- Write in-depth documentation and clarify communications that share knowledge and radiate GitLab’s technical strengths.
- Mentor, with focus on levelling others up (to Senior/Staff), and train other members, especially in areas of expertise and new features with office hours, pairings, deep dives, and more.
- Build and iterate efficient processes, especially in collaboration with the Support Operations team.
- Identify and work on significant projects that result in substantial cost savings or revenue increases.
- Define and work on quarterly OKRs that help improve the team and increase positive interactions.
- Contribute to internal tooling/projects.
- Assist in hiring by reviewing assessments, and performing interviews (both in and outside of Support); and onboarding of team members.
- Participate in the GitLab.com Incident Management rotation to provide 24/7 emergency customer response in coordination with the Production team.
- Participate in company-wide initiatives, including mentorship program (as mentor), Women’s Team Member Resource Group (TMRG), TeamOps (as trainer), and various one-off events.
- Participate in Support, and Technical Writing/Documentation communities, including attending and presenting at related conferences.
Acting Chief of Staff to CTO (2022 Nov – 2023 Jan)
- Initiated and guided the CTO team OKR process according to the OKR schedule (in partnership with the Chief of Staff to the CEO team).
- Managed, tracked, and moderated OKRs for Engineering to ensure CTO Staff remains on track, and know their attention points throughout the quarter.
- Created a CTO transition framework to help the future CTO start up quickly.
- Reviewed all Engineering Working Groups’ handbook pages and work with facilitators to update them.
- Managed the Engineering week in review, including tracking engagement, and sending out survey to gauge impact of item tagging trial and possibility of changing medium.
- Participated in weekly Engineering leadership meetings, including (but not limited to) setting the agenda, asking questions, providing insights and analysis to inform strategic conversations. Documented and communicated decisions and action items from meetings. Ensured follow-up and closure of action items to increase accountability.
- Participated in all Engineering Division Key Review meetings by asking clarifying and strategic questions.
- Promoted the role and provided support for the process of selecting the next Acting Chief of Staff to CTO.
- Maintained and fostered a close partnership, collaborating effectively with others outside of Engineering, such as Chief of Staff (team) to CEO, People Business Partners, and Product leadership on strategic initiatives.
- Generally, supported CTO Directs, Engineering Working Groups, Top Initiatives, and others as requested by being a resource, providing feedback, completing requests, and making changes.
I also freelance and consult in various areas as time permits, including
- web services,
- user experience,
- metadata and technical services,
- automation and workflow,
- documentation and technical writing, and
- project management.
My previous professional experience includes website redesign/development, web accessibility, user studies/user experience, accessible digital and physical materials, supervision, collaborative software (namely wiki) implementation and administration, information management, reporting, research, planning, collection management, reference, and instruction. For details, please see my LinkedIn profile.
Other previous experience include teaching, research support, tutoring, office/clerical support, and customer service.
Current and Recent Volunteering
- Mentor, Aspire by Support Driven (2019 – Present)
- Mentor, UBC ACSA (Arts Co-op Students’ Association) (2014 – Present)
- Mentor, UBC Online Career Mentor (via Ten Thousand Coffees) (2018 – Present)
- Mentor, Canada Learning Code (previously, Ladies Learning Code) various workshops including HTML & CSS, Web Design , WordPress, Hack sessions (2012 – Present)
- Organizer, Access Conference (2020, 2021)
- Mentor, BCLA Mentorship Program (2013 – 2021)
- Past volunteer work involved organizing and volunteering at tech events, peer reviewing, and mentorship.
Recent Presentations & Articles
- Support Driven Expo (October 2022): Everyone Can Contribute: Making Support Effective Through Contributions
- UBC’s Student Alumni Council (March 2022): Transitions: Life after Graduation Networking Event
- Support Driven Podcast (July 2021): Origin Stories Episode 9
- Customers Support Leaders podcast (July 2021): 212: Knowledge Management
- Brown Tech Bae Podcast (June 2021): The Journey into Tech Series with Cynthia
- UBC iSchool Career Development Talks series (March 2021): My journey from library technology to tech
I finished my Master’s in Library and Information Studies (MLIS) at the University of British Columbia’s (UBC) School of Library, Archival, and Information Studies (SLAIS) in December 2011 and officially graduated in May 2012.
Previously, I completed a Bachelor of Arts in English Literature and Psychology, then a Bachelor of Education, but began as a student in Software Engineering and Mathematics (at what is now SFU Surrey, but used to be TechBC).
Selection of Work
My previous presentations, articles, and blog posts cover accessibility, web technology, library services, managing projects and teams, and work/community culture. Since continually adding to the list will get too long, a selection of all blog posts and externally published work is below, broken down by topic, then in reverse chronological order:
Work/Community Culture & Similar
- Tracking your work (for performance reviews and promotions) (2023)
- Support Driven Expo (October 2022): Everyone Can Contribute: Making Support Effective Through Contributions
- Being/Becoming a Staff Support Engineer (GitLab, 2022)
- Reflection on CEO Shadow Rotation (GitLab, 2022)
- Being/Becoming a Senior Support Engineer (GitLab, 2021)
- Choosing not to go into management (again) (GitLab, 2021)
- Implementing Values: What we (libraries & co) can learn from GitLab (2019)
- Code4LibBC 2017 (December 2017): Code4lib(BC): What It’s All About
- University of British Columbia, School of Library, Archives, and Information Studies, ePortfolio (September 2017): Interview on benefits to an online portfolio
- Yet Another Tips Post on Job Applications (NWPL, 2016)
- BCLA Perspectives Vol. 7 Issue 1 (November 2015): Code4Lib is for you, for me, for everyone
- The Pastry Box Project October 1, 2015: Better Than Christmas Morning: Finding Your Motivation
- The Pastry Box Project September 21, 2015: A Community Supported on Obsolete Technology
Project Management & Workflow
- Prioritizing work in Support (GitLab, 2020)
- Education Institution (September 2017 webinar): Reviewing and Improving Workflow and Productivity
- Implementing a “Nearly Limitless” Circulation Pilot and Adding an “Express TV” Collection (NWPL, 2017)
- Florida Library Webinars (March 2017): Reviewing and Improving Workflow and Productivity: Methods and Tools
- Code4LibBC 2016 (December 2016): Getting Things Done: Discovering Efficiencies in Workflow
- Workflow Review Rationale (NWPL, 2017)
- Issue Tracker (Redmine) Implementation & Uptake (Ryerson, 2013)
- Getting Staff on Board and Moved to WordPress (Ryerson, 2012)
- Education Institute (October 2018): Evaluating Your Website for Accessibility Compliance and WCAG 2.1
- Cowichan WordPress Meetup (August 2018): Making Accessible Content and Websites in WordPress
- Florida Library Webinars (August 2018): Auditing Your Website for Accessibility Compliance and Understanding How ADA Applies
- Weave Journal of Library User Experience, Issue 7 (October 2017): A Practical Guide to Improving Web Accessibility
- Code4Lib Journal, Issue 37 (July 2017): A Practical Starter Guide on Developing Accessible Websites
- Write the Docs (May 2017): Write the Accessible Docs Lightning Talk
- University of Pittsburgh (February 2015) and Justice Institute of British Columbia (JIBC) (March 2016): Making Accessible Content Easy and Part of Your Work
- LIBR 2411: Library Technologies and Information Management at Langara College (October 2015 guest lecture): Accessibility is About Your Users
- Accessible Format Production: Overview, Part 1 & Part 2, Part 3, Part 4, Part 5, Part 6 (NNELS, 2015)
- Accessible Formats Overview (NNELS, 2015)
- Persona work for the BC Open Textbook Accessibility Toolkit (February 2015)
- Access 2014 (October): We’re All Disabled! Part 2: Building Accessible (Web) Services with Universal Design
- LibTechConf 2014 (March): We Are All Disabled! Universal Web Design Making Web Services Accessible for Everyone
- ACRL TechConnect (October 2012): Making Your Website Accessible Part 1, Part 2, and Part 3 (WCAG focused)
(Web) Design, Development, User Experience & Usability
- Website Redesign: Making It Responsive & Phased Homepage Redesign (NNELS, 2015-2016)
- Code4Lib BC Spring Workshop (May 2014): Usability On a Budget
- Accessible WordPress TwentyTwelve Child Theme & Update (CAPER-BC, 2014)
- Wiki: Move & Content Reorganization (CAPER-BC, 2013)
- TRY Conference 2013: RULA Bookfinder: Getting People to their Books Fast! – Project 2013 Winner of the CLA/OCLC Award for Innovative Technology
- A Revision & Webpage Redesign: Help Section, Articles Section, Digital Commons Home Page, About Us Section, Services Section, Contact Us Page (Ryerson, 2012-2013)
- Creating a WordPress Theme Options Page (Ryerson, 2012)
- UBC Education Library Redesign (Assignment, 2011)
- Help Portal [Content Analysis Statistics, Draft IA, Card Sort, Launch, Timeline] (UBC, 2010-2011)
Technical Services, Library Collections, & Metadata
- Horizon ILS Administration: Creating Custom Reports, Circulation Rules, & Learning to be an ILS Administrator (NWPL, 2017)
- Code4LibBC 2015 (November): Semi-Automated Editing Metadata and MARC Records
- Merging Control Numbers into MARC Records (NNELS, 2015)
- Using Regex in MarcEdit to Fix Repeated Subfields (NNELS, 2015)